Regional HR Services Leader - Digital & Scalable Support

Empresa Confidencial

Ciudad de México

On-site

MXN 1,000,000 - 2,000,000

Full time

14 days+

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Job summary

Empresa Confidencial seeks an experienced people leader to oversee a regional HR service center, delivering consistent, efficient, and employee-focused support across multiple markets. This role will guide through managers, strengthen governance, and partner with cross-functional teams to simplify processes and improve outcomes while expanding self-service and preserving human escalation for complex cases.

The role emphasizes workforce planning, digital enablement, and scaling best practices to

Qualifications

8+ years in HR operations, shared services, contact center operations, or high-volume case management.
3+ years of people leadership experience, including management of managers, supervisors, or team leaders.
Demonstrated ownership of service-level agreements and performance metrics such as average handle time, first-contact resolution, customer satisfaction, and case resolution.
Experience improving service delivery through process optimization, self-service, automation, or AI-enabled customer support solutions.
Experience leading teams or collaborating across countries, cultures, and stakeholder groups.
Fluency in Spanish and English, with the ability to communicate effectively with regional and global partners.
Strong stakeholder management skills; experience working with external service providers or business process outsourcing partners is an advantage.
Bachelor’s degree or equivalent practical experience.
HR certifications (such as PHR, SPHR, SHRM-CP, or SHRM-SCP) and/or Lean or Six Sigma credentials are preferred.

Responsibilities

Lead regional service center operations across multiple markets.
Develop leaders and teams; build succession plans and strengthen accountability.
Manage escalations and sensitive HR inquiries involving services, payroll, benefits, and exceptions.
Drive workforce planning and capacity management to meet demand.
Advance digital and AI-enabled support, improve self-service, routing, and automation.
Establish performance governance with dashboards, routines, controls, and root-cause analyses.
Partner with HR, technology, operations, and external providers to align priorities and ensure consistent service.
Scale best practices across markets while accounting for local requirements.